V - 3GEE AND 3CBN

Incident Report for Encoo Status

Resolved

This incident has been resolved.

Posted Jun 05, 2025 - 08:09 AEST

Monitoring

Dear Customer,

Services have progressively begun restoring over the past five minutes, and we expect stability to be maintained moving forward.

If you are still experiencing issues, please try restarting your NBN modem or contact our support team for further assistance.

Thank you for your patience.

Warm regards,

Network Operations Center (NOC)
1300 142 350
Support@encoo.com.au

Posted Jun 04, 2025 - 15:28 AEST

Update

Dear Customers,

Fibre engineers have confirmed that cables have been laid, and they are now preparing to commence splicing.

Splicing is expected to be completed within the next 2 hours, after which services will begin restoring soon after.

Warm regards,

Network Operations Center (NOC)
1300 142 350
Support@encoo.com.au

Posted Jun 04, 2025 - 15:16 AEST

Update

Dear Customers,

Fibre engineers have commenced the repair on the underground IOF fibre break.

Cable hauling is in progress, followed by splicing to restore connectivity.

Progress updates are expected in 60 minutes.

Warm regards,

Network Operations Center (NOC)
1300 142 350
Support@encoo.com.au

Posted Jun 04, 2025 - 14:33 AEST

Update

Dear Customers,

The backhaul provider has deployed an additional fibre team to assist with ongoing repair efforts.

In parallel, alternative options are being reviewed to reroute services and restore connectivity as soon as possible.

Further updates will be provided within the next two hours.

Warm regards,

Network Operations Center (NOC)
1300 142 350
Support@encoo.com.au

Posted Jun 04, 2025 - 12:24 AEST

Update

Dear Customers,

The Backhaul Carrier field team has isolated the break location to Port Melbourne, where multiple cables have been damaged due to civil works.

The fibre team is on their way to the site to splice the damaged cables, with an estimated arrival time of 60 minutes.

Warm regards,

Network Operations Center (NOC)
1300 142 350
Support@encoo.com.au

Posted Jun 04, 2025 - 11:22 AEST

Update

Dear Customers,

We have received confirmation from our backhaul carrier that the outage is due to an unplanned fibre break. Restoration efforts are currently underway; however, an estimated time for resolution ETR is not yet available.

We will provide further updates as soon as more information becomes available.

Thank you for your patience and understanding.

Warm regards,

Network Operations Center (NOC)
1300 142 350
Support@encoo.com.au

Posted Jun 04, 2025 - 10:14 AEST

Identified

Dear Customers,

Our engineers are actively following an issue affecting some NBN services within the Victoria region.

Some services in the following NBN POIs are being affected:

- 3GEE (GEELONG)
- 3CBN (CRANBOURNE)

The issue is caused by an backhaul outage, upstream technician is currently investigating however here is no ETR available at this stage.

We will provide further updates as soon as additional information becomes available.

Should you have any questions please do not hesitate to reach out to us directly.

Warm regards,

Network Operations Center (NOC)
1300 142 350
Support@encoo.com.au

Posted Jun 04, 2025 - 09:28 AEST